Refund & Cancellation Policy

The nature of our work

SmirkLabs provides custom professional services — positioning, website design and development, product and UX design, and growth systems. Our work is bespoke: time is reserved for you, and strategy, design and code are created specifically for your business from day one. Because of this, our services are not returnable the way a product would be, and this policy reflects that.

Payments & refunds

• The advance paid to commence an engagement is non-refundable once work has begun, as it reserves our time and covers the discovery and strategy work that starts immediately.
• Fees for milestones that have been delivered or approved are non-refundable.
• If you cancel before we have commenced any work, we will refund the advance after deducting any payment-gateway charges already incurred.

Cancelling an engagement

You may cancel an engagement at any time by writing to hello@leadfollowup.io. On cancellation:

• Fees for work completed up to the date of cancellation become payable, calculated against the agreed milestones.
• Amounts already paid that exceed the value of completed work are handled as per the payments terms above.
• We will hand over all deliverables that have been paid for in full.

Failed, duplicate or erroneous transactions

If a payment fails but is debited, is charged twice, or an incorrect amount is charged due to a technical error, tell us at hello@leadfollowup.io with the transaction reference. Once verified with our payment gateway, the excess amount will be refunded to your original payment method within 5–7 business days of confirmation.

How refunds are processed

All eligible refunds are made to the original payment method through our payment gateway. Depending on your bank or card issuer, the amount may take an additional few business days to reflect after we initiate it.

Disputes

If something feels wrong — an invoice, a charge, a deliverable — write to us before raising a dispute or chargeback with your bank. We respond within one working day and resolve issues directly in almost every case.